In the Customer Service Center, the client's customers are to be better supported in the area of online banking, as over 80% of customers actively use online banking. Inquiries about certain online banking processes, such as 'I have a new smartphone - what now?' or 'My access is blocked - can you help me?' are piling up in the sales department, the customer media center and the hotline with this online banking quota. Added to this is the language barrier between customers and advisors. The bank is looking for support and optimization for sales and their customers in order to transition to self-advice. The customer should be guided quickly and easily to their request by the assistant. In addition to German, other languages are required for the customers, which are displayed via the avatar.
At the end of the process, the user is redirected to the correct website or, for example, the relevant hotline number. The advice assistant also supports seven languages. The digital video advice assistant is a web application and is provided as a Software as a Service (SaaS) application on Microsoft Azure. The NEXOVI consulting assistant is implemented as an Angular application with .Net Core backend and allows the creation of customizable consulting processes. PTA is responsible for project management and consulting for the consulting assistant. Furthermore, PTA supports the conception of a script and is responsible for the implementation of the requirements.
The interactive digital video consulting assistant is designed so that the service provider can identify and advise its customers in a personalized manner at any time. The assistant is also equipped with useful service functions that simplify the reading of meter readings and the uploading of images, for example. Forwarding and routing to all channels - from the hotline to the chatbot - is also possible interactively, for example for inquiries and making appointments.